Client Success Specialist

2 weeks ago


Boston, Massachusetts, United States 3Play Media Full time
Job Overview

Company Overview

3Play Media is a thriving technology firm transforming the way individuals engage with online content. Our top-tier services in live captioning, transcription, audio description, and translation cater to a diverse clientele, including over 10,000 institutions in higher education, enterprise, media, and government sectors. Founded in 2007 at MIT Sloan, we have grown significantly, with our headquarters in Boston, MA, and additional offices in Minneapolis, MN, and Calgary, AB.

Role Summary

Are you driven by a desire to make a meaningful difference in people's lives? 3Play Media, a premier provider of comprehensive video accessibility solutions, is in search of a dedicated and skilled Client Success Specialist to join our team. Your primary goal will be to ensure the success and satisfaction of our esteemed clients.

As a Client Success Specialist with a focus on Media and Entertainment, you will serve as the main point of contact for our clients, guiding them to fully leverage the value of our offerings and ensuring their satisfaction with our services. You will collaborate closely with clients to foster strong relationships, comprehend their requirements, provide continuous support, and assist them in reaching their accessibility objectives.

With video content proliferating, the need for digital accessibility solutions is paramount for media and entertainment organizations, corporations, and educational institutions. This role is vital in guaranteeing the effective implementation of our solutions.

Key Responsibilities
  • Develop and maintain robust, enduring client relationships, positioning yourself as a trusted advisor by understanding their business objectives.
  • Identify clients' goals and customize our products and services to fulfill their specific requirements, delivering solutions that generate value.
  • Guide clients and new teams through the onboarding process to enhance their experience and expedite value recognition.
  • Deliver timely and proactive assistance to ensure client satisfaction and retention for assigned accounts.
  • Facilitate content requests within the platform on behalf of clients, coordinating content schedules and deliverables.
  • Conduct product demonstrations, training sessions, and share best practices to optimize clients' use of our products and services.
  • Collaborate with Sales to pinpoint growth opportunities within existing accounts.
  • Represent clients' interests within 3Play, providing insights to Product and Development Teams to improve our offerings.
  • Maintain precise records of client interactions, issues, and resolutions within our CRM systems.
Qualifications
  • Availability to work PST hours to align with client needs.
  • 2 - 5 years of experience in Customer Success, Support, Account Management, or a related field, preferably within the media and entertainment sector.
  • Hands-on experience with enterprise SaaS technology, SOA, REST-style APIs, ETL, and managing data/content exchange with video platforms and content management systems.
  • Strong comprehension of the media and entertainment landscape, including production studios, content creation processes, and distribution workflows.
  • Insight into consumer behaviors and industry trends.
  • Outstanding communication skills, with the ability to build rapport and trust with clients and internal stakeholders.
  • A natural problem solver with a keen curiosity and a passion for technology, capable of thriving in a fast-paced environment while managing competing priorities.
  • Extensive knowledge of customer relationship management and customer success strategies.
  • Experience in collecting, tracking, and analyzing large datasets to derive insights into client behaviors and trends.
  • A high level of technical proficiency with online tools and systems; familiarity with Google Suite, JIRA, and CRM systems (Zendesk, Hubspot) is advantageous.

Work Environment

We pride ourselves on fostering a vibrant work culture. Our team is dedicated, relaxed, and enjoyable to work with. We prioritize efficiency, minimizing unnecessary meetings, and ensuring projects are completed swiftly. The team is committed to building a successful organization, and the work we do is both engaging and fulfilling. Your contributions will directly influence our company's success.

Benefits

  • Opportunities for professional growth and development
  • Competitive salary
  • Comprehensive Medical, Dental, and Vision benefits
  • 401K matching program
  • Paid time off, including vacation, birthday, volunteer days, and sick leave
  • Disability and life insurance
  • Charitable contribution matching program
  • Transportation and lunch subsidies
  • Company-sponsored social events
  • Complimentary snacks and beverages


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